Ihelp BP

From UG

"ihelp" is a group that handles:

• CT2 end user support (jaguar and non-jaguar)
• any Product Team (Marc/Simon) requests such as RFC, etc

Members of ihelp@jaguarfreight.com:

• AG, Roma, Perry, Alex, Tira

"Level 1" engineer is responsible for:

• responding promptly (5-15 min) to initial request
• handling this request or escalating to "Level 2" or other ihelp members

Ideally all requests should be handled by Level 1 and 2 engineers: AG and Roma

AG is a primary Level 1 engineer.

Roma will substitute him in this role for certain time frames (see schedule below) and during his PTO.

Mon, Wed, Fri: 8:00 - 17:00 EST (AG)  // NOTE: 12:00-14:00 - commute time* 
Tu, Th: 8:00 - 11:00 EST (AG) and 11:00 - 17:00 (Roma)  // NOTE: 12:00-13:00 - commute time* 
  * response time will increase from 15 to 40 min